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Use Agent Assist

Agent Assist is an internal assistant that helps a human agent work an assigned customer conversation. It can summarize context, answer questions, and suggest actions. Agent Assist never sends messages to the customer by itself.

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Prerequisites

Agent Assist is available when:
  • The tenant has configured an Agent Assist AI Assistant.
  • The parent conversation is eligible.
  • The conversation is directly assigned to an agent.
  • You have permission to view and reply within the conversation.
If the panel is unavailable, the conversation may be unassigned, closed, or missing tenant Agent Assist configuration.

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Ask for help

Open the Agent Assist tab in the right rail and ask a question about the conversation. While Agent Assist is working, a thin 2 px progress line appears under the panel header and remains there until the final answer is displayed. Useful prompts include:
  • “Summarize the issue and latest customer request.”
  • “Draft a concise reply.”
  • “What should I check next?”
  • “Suggest an internal note for the next shift.”
  • “Should this be transferred?”
Agent Assist uses conversation context, but you should still verify suggestions before acting. If a prompt cannot be sent, the prompt remains visible with a Not sent status and returns to the composer so you can edit it or try again.

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Review suggested actions

Agent Assist may return action cards. Depending on the suggestion, you can:
  • Insert a draft public reply into the composer.
  • Insert an internal note for review.
  • Review metadata suggestions.
  • Review transfer or escalation recommendations.
Applying a suggestion uses normal CXP controls and permissions. The agent remains responsible for customer-visible communication and parent conversation changes.

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Understand internal context

Agent Assist can receive internal context from the parent conversation. Those context rows help the assistant stay current as the conversation changes across channels, including customer and agent email messages in the same conversation. When parent conversation context starts a proactive answer, that context row appears while Agent Assist is processing. Once the answer is displayed, it is added after the context row and processing stops. If you ask a question while Agent Assist is behind the parent conversation, CXP catches up first. Missing parent updates appear as a compact context row immediately before your unchanged prompt, and Agent Assist produces one answer using both. If the context is already current, no extra context row appears. Internal context is not sent to customers. Treat it as operational evidence for the suggestion, not as a final answer.

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Safe use

Before using an Agent Assist suggestion:
  1. Confirm the suggestion matches the customer request.
  2. Remove internal-only details from public replies.
  3. Confirm recipients and channel before sending.
  4. Use internal notes for operational context that should not be customer-visible.
  5. Use transfer or escalation recommendations only when they match your tenant process.